EUC Manager

Role : EUC Manager

Location : Bethesda, MD (Onsite)

Duration: Full Time

Job Description

• Bachelor's degree / Diploma in engineering, computer science or related field, or equivalent experience.
• Excellent organizational, collaborative work skills, communication skills and interpersonal skills, presentation and time-management skills.
• Ability to communicate with different level of customers (individual contributors, managers, directors, etc.)
• Self-driven. Self-starter
• Ability to create technical documentation
• Ability to diagnose problems, troubleshoot, test, repair, and service technical equipment.
• Familiarity with computer, network, and mobile tools and applications
• Face-to-face customer service experience
• Ability to work flexible shifts and to adapt to changing work schedules
• Ability to be on-call when required
• Proven IT Support and Field Service experience (3+ YoE)
• ITIL v3 knowledge, particularly: Incident Management, Service Request, Problem Management, Change Management, Knowledge Management
• ITSM ticketing tool knowledge. Service Now is a plus
• Project Management knowledge
• Must have a car to be able and willing to travel as required between the assigned locations. Valid driver´s license and government issued are required
• Must be able to show proof of Covid-19 vaccination
• Service Now and POS Experience

TECHNICAL EVALUATION

• Mean time to repair - Onsite analysis, diagnosis and resolution of desktop problems for end users.
• Collaborate with 3rd level support major issues.
• Assist in user/hardware movement and relocations.
• Software/hardware troubleshooting
• Customer satisfaction
• Perform quality work on all service requests/incidents.
• Install, upgrade, support and troubleshoot Windows 10/7, printers, computer hardware and any other authorized peripheral equipment
• Performs general preventative maintenance tasks on computers, laptops and any other authorized peripheral equipment
• Take ownership and responsibility of queries, issues and problems assigned to the Desktop Support
• Provide Level 2 on-site support for field technology through ticket escalation. (POS, Desktop, Label Printers, Office Printers, Kiosks, Tablets, Cabling, and smart hands for Network Equipment).
• Site standardization: Ensure all equipment (IT) is standard or in a plan to be standard (Site certification)
• Documentation: Site documentation, SOPs, Knowledge Articles, Create and/or update Standard Operating Procedures (SOP) and Knowledge Articles (KA)
• Emergency response to Incidents impacting assigned Remote Location Operations.
• IMAC Services. Perform install, move, add, and Change for all Supported Equipment at assigned locations
• Regular wellness checks to assigned locations (To be defined and documented)
• Coordinate problem escalation and follow-up with vendors as needed.
• Projects (Secondary role) Based on submission of workload expected and agreed that it can be accommodated (P1, P2 Incidents to remain a priority)
• Coordinator for IT Projects at assigned locations
• Single Point of Contact (SPOC) in all matters of Technology at assigned locations
• Own all open tickets for assigned locations

Professional Experience (Technical Skills)

• Strong Knowledge Windows Front-End Environment (Windows 10, Win7,Win8)
• Strong Software and Hardware Troubleshooting Knowledge
• Strong Knowledge on Backup Software
• Strong Knowledge Office Package (Outlook, Excel)

Activities to Perform:

1. Incident Resolution:

Onsite analysis, diagnosis, and resolution of desktop problems for end users.

Collaborate with third-level support for major issues.

Emergency response to incidents impacting remote location operations.

2. Hardware and Software Support:

Install, upgrade, support, and troubleshoot Windows 10/11, printers, computer hardware, and authorized peripheral equipment.

Perform general preventative maintenance tasks on computers, laptops, and peripheral equipment.

Assist in user/hardware movement and relocations. Also, be able to assist with parts ordering.

3. Customer Satisfaction:

Take ownership and responsibility for queries, issues, and problems assigned to Desktop Support.

Perform quality work on all service requests/incidents.

4. Field Technology Support:

Provide Level 2 onsite support for field technology through ticket escalation (POS, desktops, label printers, office printers, kiosks, tablets, cabling, and smart hands for network equipment).

Ensure site standardization of IT equipment and plan for certification.

Possible tasks to assist with

Network moves

NSO - New Store project

Maintining of devices on site

5. Documentation:

Create and update site documentation, Standard Operating Procedures (SOPs), and Knowledge Articles (KAs).

6. IMAC/Tickets Services:

Perform installation, move, add, and change services for all supported equipment at assigned locations.

Conduct regular wellness checks at assigned locations (to be defined and documented).

Own all open tickets for assigned locations and ensure timely resolution.

7. Vendor Coordination:

Coordinate problem escalation and follow-up with vendors as needed.

8. Project Coordination:

Act as the Single Point of Contact (SPOC) for IT projects at assigned locations.

Coordinate IT projects while prioritizing P1 and P2 incidents.

9. Independent Work:

Work independently with minimal supervision, exercising freedom of decision within guidelines.

Seek guidance from management for unusual situations.

10. Fast-Paced Environment:

Manage multiple projects and priorities effectively in a dynamic work environment.